Credit card collection

My aunt had a credit card with standard bank and when she was retrenched she claimed for her credit life insurance in 2019 . She was told that she needs to resubmit the claim every 6 months if she has not found a new job. She was already at her pension age and did not get a new job. She was told that everything on standard banks side is correct and she shouldn't worry. Only this year she receives messages from lawyers demanding payments whilst standard bank has never been in contact with her. The worst part is that the limit was around R9000+ but now she is told she owes R21000+. She went into the branch and was told that they cannot assist and the case is now with the lawyers. No explanation or assistance whatsoever